Visit Freshworks.com Visit Freshworks

Replies posted by asim.khattak

6 Replies

A
Contributor
asim.khattakContributor
posted in Archives - Freshdesk

Public note added to tickets when different Users respond to forwarded emails from ticket

Thanks for the response Thanos. I was hoping that someone with good knowledge of FD like yourself could propose some work around. This a real show stopper for us as we never had to deal with this issue using Salesforce or Zendesk. FD Support has recommended that we try using the email command "Action": "Note" to insert private notes but that doesnt help either because A) its impossible to enforce this among several back office users in my org and B) the email command also becomes a public note after a second agent responds to the same forwarded email thread. We are left with no other choice but to convert our occasional users to contacts and their responses create new tickets which can be later manually merged with the parent (original) ticket. In that case the responses are captured as private notes. Such a tedious and cumbersome process to handle something so simple. We are really regretting our decision to go with FD considering all these hiccups.  If you have any other suggestion

18
sukanya.arunachalam
Top Contributor
7 years ago
A
Contributor
asim.khattakContributor
posted in Archives - Freshdesk

Public note added to tickets when different Users respond to forwarded emails from ticket

Thanks Thanos, it worked well for the first Agent who responded to the forwarded ticket but the second agents response still generates a public note!! :( So basically the workaround is only a partial work around that reduces the risk to some extent. In tickets that will have a lot of agents interacting, the problem would still be there....Did you also notice the same?

18
sukanya.arunachalam
Top Contributor
7 years ago
A
Contributor
asim.khattakContributor
posted in Archives - Freshdesk

Public note added to tickets when different Users respond to forwarded emails from ticket

@Thanos, Here are the results of another round of tests:- User Case: an email is forwarded from a ticket to User A, User B responds to the same forwarded email and uses the email command "action":"note"; the note created is private. Now Another User C responds to the same fwd email using the same email command "action":"note"; the note added is public. I am now convinced beyond doubt that this is another bug! :( below screenshots can confirm this:- Its obvious that the system is detecting the email command and removing it from the email contents but not doing what it is supposed to do i.e. insert a private note instead of public, i am not sure if other email commands behave the same way but the private note adding is definitely wrong!

18
sukanya.arunachalam
Top Contributor
7 years ago
A
Contributor
asim.khattakContributor
posted in Archives - Freshdesk

Public note added to tickets when different Users respond to forwarded emails from ticket

@Gregg thanks for the feedback, I was hoping that there would be plug to help with some sort of a workaround. deleting public notes and adding them as private notes still seems much less a risk compared to the other workarounds we have evaluated. Could you possibly share the fresh-plug so we can give it a go? All our agents have the access to add and delete notes hence this may be a temporary solution for us until FD comes up with a permanent fix. Thanks again

18
sukanya.arunachalam
Top Contributor
7 years ago
A
Contributor
asim.khattakContributor
posted in Archives - Freshdesk

Public note added to tickets when different Users respond to forwarded emails from ticket

Hello All, Finally some good news! FD has responded to my ticket informing that a fix has been implemented. I have performed some initial tests that confirm that multiple Users responding to a forwarded email from a ticket are now creating private notes! I have tested 2 users and it works fine; more tests will follow covering additional use cases to validate the results :)

18
sukanya.arunachalam
Top Contributor
7 years ago
T
Contributor
thanos.massiasContributor
posted in Archives - Freshdesk

Emails from agents that are not replies to Agent Notification emails must be turned into PRIVATE notes

this has been a problem for a long time now, I have personally spent hours and hours explaining this to Freshdesk and all they came back with was that this is just the way the system is designed, it has been very disppointing and freshdesk does not want us to control the public/private notes at all!!

4
A
Community Debut
6 years ago

Badge winners

  • Lightening (Mc)Learner
    Breedlee22has earned the badge Lightening (Mc)Learner
  • Salud, Ideator
    Breedlee22has earned the badge Salud, Ideator
  • Wizard of Creative Thinking (10)
    lulrichshas earned the badge Wizard of Creative Thinking (10)
  • Salud, Ideator
    lulrichshas earned the badge Salud, Ideator
  • Salud, Ideator
    Erakles73has earned the badge Salud, Ideator
Show all badges
Terms of UseCookie settings